Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car months in advance. The terms and conditions which I read over state that they do not rental to a local resident. I live 450 miles aways, I flew there so I am not a local resident. I presented my Florida drivers license and they denied me the car. They can keep the agreed upon original amount. I deserve to be refunded the **** fees I incurred and the fees I had to pay the other rental company. I will happily provide receipts. This trip that was booked for $317 ended up costing me over $700 and was absolutely not my fault.

  Business Response

  Date: 01/22/2025

  Business

  Most Recent Message

  Date Sent: 1/17/2025 11:22:46 AM
  We understand your frustration.
  
  
  May we have a copy of your Driver's license so we can discuss this with our Affiliate?

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/2024, I arrived in ******* ** via *****************. My flight was delayed. I rented a vehicle from NU car rental on *******. I arrived around 11 PM. The rental company closes at 11PM. Knowing I was delayed I attempted several times to get in touch with their customer support. I tried calling several times no answer. I kept getting an answering machine I left a message and even tried their emergency line for broke down rentals. The next morning I tried several more times to contact them. I was unable to contact them. I eventually arrived at their facility and they had rented my vehicle out to someone else. I paid for the 21st Dec trough the 28th Dec. I paid $409 dollars. I explained my situation and explained I could not get in touch with customer support. The people at the desk told me there was nothing they could do and I would have to contact customer support. I explained I could not reach them and then confirmed I was calling the correct number. They continued to tell me they couldnt help me. Since it was the holidays they were low on vehicles and only had one left. I had no choice if I wanted a car but to rent with them. I paid another $458 dollars for the new rental. Throughout the week I tried several more times to call them with no luck. I sent an email and eventually got a response. I explained the previous to them and was told they would not reimburse the $409 dollars since I was 2 hours past the time I reserved it for. I was also told it wasnt Orlandos fault I was delayed. I then responded I agreed with that statement but mentioned the entire thing couldve been resolved if they would answer their phones. I then asked what they would have done if I did manage to get in touch with them. Would they have held the car if I informed them of my delay? I got a response saying they would pay me my deposit of 300 dollars (I had to put a $300 dollar deposit down on the new rental I paid $458 for). **************** didnt even address my question.

  Business Response

  Date: 01/09/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra charge and the frustrations it has caused.
  
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, we will send a follow-up to our MCO Affiliate about the car class issue.
  
  
  On the other hand, the $300 security deposit was already released. It will automatically fall off within 7-21 business days from the date of dropoff.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22760831
  
  I am rejecting this response because:

  It wasnt a car class issue. I was trying to get reimbursed for my original rental that was released. The original rental price was $409 dollars. I attempted several times to get in contact with customer service. **************** was unresponsive and I was unable to get in contact with them to advise of my delay. Original rental was released and they would not reimburse original rental bill of $409 dollars. I spoke with the desk in ******* and was told by them they could not help me and would not reimburse. I then was forced to pay $458 dollars for the only rental they had left. Im ok with paying for the rental I picked up when I arrived. I just want reimbursed for the original rental. Any help on this or clarification on the response would be appreciated. Thanks
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When arriving to pick up the rental car I was told that because we were there an hour and a half past pick up time we would be charged a $200 reinstatement fee. I told them that according to their website as long as you were there within two hours that the reservation would not be canceled and they said that actually it was their policy that they would hold a reservation for two hours, but only the car for one hour. They had already given the reserved car away so they would have to give us a different vehicle and so for that reason there's a reinstatement fee for a different vehicle and I would be charged an additional $200. I asked them to please show me where it stated this on their website when I pulled it up on my end they could not find it so they showed me a printed out piece of paper where they showed me this information still could not find it on the website where I'd booked it and I also told them the reason I was as late as I was is because we waited an hour and 15 minutes for their shuttle that they supply to get you from the airport to their location. They said there was nothing they could do about that and proceeded to tell me that the only way I could rent the vehicle was to pay the $200 reinstatement ****** they had ** information on tje consumer wmd of their wensite explaining any of this and the only reason we were late picking up tje rental car was because their ****** took over an hour to come the the designated spot at the airport to pick us up to bring us to their rental location.

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the extra charge issue and the frustrations it has caused.
  
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our MCO Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car rental online for this agency through ******* because the price was reasonable even though it was not located at the airport, and Id have to take a shuttle. The price was worth a little more time to get the car. When my daughter and I arrived, I was asked about insurance (declined because I have my own) and whether I wanted a toll pass. I also declined this as I had brought my own reader that has been used in ******* before, so I knew it worked. Otherwise, they wanted to charge $22 a day (so times 8 even though the car would be sitting at ****** world for four of those days). I placed my toll reader on the windshield and registered the rental car license with the reader so it would charge me. My husband even verified that tolls were being charged to our account. I returned the car on October 5th and received a zero balance invoice from the company. I thought all was well until I received a charge on my credit card on November 19 for $149. I thought it was fraud at first, so I called them up to see what the problem was. They told me that there were some tolls they had been charged on the days I was there, $9 worth. The extra $140 was toll violation even though I had my own personal reader in the car. I am not sure what my options are, but this seems a bit like extortion. Im filing the complaint in the hopes of retaining my $140 and just paying the listed tolls of $9 that my reader must have missed.

  Business Response

  Date: 12/05/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll charge and the frustrations it has caused.
  
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your concern has been forwarded to our MCO Affiliate.
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22604874
  
  I am rejecting this response because:

  There was no resolution. They just said they were forwarding it on, not sending a refund of the extra money they charged for the tolls. I would love to be able to accept a resolution, but as of now, I have not heard back from the rental car company.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/05/2025

  Based on the attached Signed Rental Agreement, If you decline the Prepaid Toll at the time of rental and a toll charge is incurred, we or the Provider will automatically charge you: (1) a convenience fee of $50 for each day that you drive on an electronic tollway or bridge up to $250 per rental agreement; and (2) Incurred Tolls billed at the highest prevailing/cash rate plus all applicable fees and taxes. If you do not purchase the Prepaid Toll and wish to avoid charges for driving on an electronic tollway or bridge, you must plan a route to avoid tollways, bridges and parking that charge tolls.
  
  
  We advised you to review the contract. Charges stand.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  15 minutes before landing at *** (**********) NU car rentals left a voice message cancelling are reservation. They claimed because of the hurricane that had happened 2 weeks ago they where short cars. If that was the case why they would wait to contact me last minute is ridiculous. It left me and my family stranded in ******* looking for a rental. To date I have not received a refund and I should be reimbursed the difference in price for the rental car I did rent. Which was very difficult to find as most places where full booked. They have a no show policy charging customers for the **********************. It should only be fair they follow there own policy and reimburse me. I have contacted the third party the car was booked threw and they have sent NU a email last week and are awaiting response. I have contacted them and also threw email and have not received a responses.

  Business Response

  Date: 11/15/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your recent experience and the frustrations it has caused.
  
  
  We can see that your reservation was booked via Priceline. Please contact their **************** for options on your request.
  
  Website: ***************************
  
  
  Also, please be advised that we already informed them via email on Nov 8, 2024 at 12:56 PM CST that the car was not picked up.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family rented a 15 passenger van through Action Car Rental with the ** rental car company in ***************. I prepaid for the van so was preparedto just go pick it up, We rented it September 9th-24th 2024. We had done our own research to make sure our insurance would cover this vehicle, which it did and we had an email from our insurance with proof. Upon picking the vehicle up they asked which insurance we wanted. We stated we had our own, planning on showing proof, but the man flat out refused our insurance and said it would not cover this van. We said yes it would cover a vehicle up to ***** lbs. He then replied that it was *****lbsand our insurance would not cover that. We had no reason to believe he waslying so reluctantly signed for the insurance. He also had us sign a paper saying we had already checked the box online to prepay for gas. Which I did not after looking at my receiptafterwards. After a couple of days we finally realized aftersome research and looking inside the door of the van at the specs we discovered he lied about the weight of the vehicle. We have since been fighting with them to get a refund. They are saying we didn't show proof of Insurance so the charge stands. We Have proof! I am still working with Go car rentals to get a refund but they seem to be havingtrouble too! I have spoken with othersand it seems to be a common thing. We are talking about class action! I'm not backing down. I will do what I need to to make sure this company is held accountable. I will also go to the state attorney's office if I need to. I have all the supporting documents and pictures to back me up. The total charge was $1271.18.

  Business Response

  Date: 11/17/2024

  We understand your frustration on this matter, however, please see the Terms and Conditions of our MCO Affiliate as shown in the attached file.
  
  Based on the policy, you must present a Declaration Page showing all coverage you have. In your case, you only presented an insurance card that does not state a specific coverage.
  
  Moreover, the letter from your insurance company did not specify which type of coverage you are covered. They only give you a general answer to your query. 
  
  We do apologize but the charges remain.

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22523407
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 11/17/2024 10:38:10 AM
  

  Like I mentioned in that email, the problem is the agent lied about the weight of the vehicle, so I guess he thought by saying that and then just denying our insurance without looking at it he could then just say we didnt provide insurance info. As you can see we were fully prepared to show him our insurance info. You say we did not provide insurance but we tried to but the agent just kept saying our insurance wouldnt cover it. So that is the real problem! And I have a witness that can testify to that as well. Do you have proof that the agent asked for our insurance? 
  So I guess he thought by saying that and then just denying our insurance without looking at it he could then just say we didnt provide insurance info. As you can see we were fully prepared to show him our insurance info. You say we did not provide insurance but we tried to but the agent just kept saying our insurance wouldnt cover it. So that is the real problem! And I have a witness that can testify to that as well. Do you have proof that the agent asked for our insurance? Do you have cameras in the office. I have the proof, where is his?

  
  
  Sincerely,
  
  ***** And ******** ******

  Business Response

  Date: 11/28/2024

  We do apologize but our MCO Affiliate has already denied to refund the extra coverage.
  
  
  If you want to make an appeal, you can contact them at *************.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/6/2024 I rented a car from **********. When I got there they ask me if I wanted to enroll in the Sunpass program which is the same thing like the Ezpass I have through the state of ************. Which is for tolls. I informed them I brought my Ezpass from ************ which I will be using. The customer *** let me know that my Ezpass will not work on thier vehicles. I found it very strange because I rented fron other car rentals and it worked fine. He let me know if I pass a toll and get a ticket it would be $35. He put my back against the wall. NU force me to get thier toll pass and it cost me $114 for the week. Never the less this transaction occur during hurricane ****** when I was in *******. Governor ******** halted all tolls due to the hurricane for the week. I questioned them when I returned the vehicle and I was informed to call the number on the contract. I call and once again they have me a BS excuse. This is a big scam for them. If I went through a till twice which was no more than two dollars and they charged me all that money. Who in the world pays tolls like this in a week. Thanks you ***** *******

  Business Response

  Date: 10/17/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the toll fee and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your complaint has been forwarded to our MCO Affiliate. 
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22426322
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 10/17/2024 5:09:22 PM
  Not only I feel this a scam. Like I said. I got the car the same day that Governor suspended all tolls in ********  I let them know that and they still charged me. 

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/12/2024

  We understand your frustration. However, our MCO Affiliate won't refund the toll. Please see their response below.
  
  
  "Hello, attached is the signed rental agreement. ****** was aware you cannot use your personal transponder. Renter opted to add the toll pass. Service is rendered. "

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22426322
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 11/12/2024 1:59:08 PM
  The main issue is this. Besides they're ripping customers off with there outrageous charge. It's the fact I was there on the October 6 through October 13th. On the first day I got there the Governor ******** announced and it was all over. Due to  Hurricane ****** was going to hit. SUSPENDED ALL TOLLS!  So why should I be charged!?

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/25/2024

  We understand your frustration.
  
  
  We will ask our MCO Affiliate to check the Governor's announcement about tolls. We do apologize for the inconvenience.

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from NU from Thursday 10th to Sunday the 13th. When I was finalizing everything I was toldI which one would I like the $33 or $66 protective car insurance. I asked him so you guys forced us to get this insurance even if I have my personal car insurance. He stated yes. I also asked him is that would be $33 day or total. His exact word was that would be total. I now see a charged on my credit card for over $160.00 dollars. I don't know why I am being charged this amount, but let me mention that if I don't get my full amount put back on my card, then not only will I report them to BBB, but I am going to do something else that no one else is doing which I suggest everyone do, I am going to report them to the State Attorneys and I PROMISE YOU I will begin the process of filing lawsuit paper to sue them.I have all of my supporting documents and all my proof needed I am not playing around with this at all. I have absolutely no tolerance when someone trying to scam me. I suggest that everyone that is or have had any problems with NU car rental, then report them immediately. The more complaints then they will get involved and do something about this company

  Business Response

  Date: 10/18/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your recent experience and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, may you please verify if you were able to present a copy of the Declaration Page (showing the list of coverage) during the pickup? If yes, please send the copy to us for further investigation.

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Consumer

  Most Recent Message

  Date Sent: 10/18/2024 6:06:41 PM
  I have reached out to one of the managers at NU. They have agreed to reimburse me the money that I have asks for. I will keep monitoring it until it is dropped from my credit card. Please tell NU that this matter has been resolved and the case is closed upon receiving full payment as stated. Also, please let them know that I really appreciated the prompt resolution . I would like to take the time to say thank you to BBB as well .

  
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a car rental through Priceline for a minivan for our family vacation August 28th - September 3rd. Confirmation #:6091182193NU When at the check in desk we were asked if we would like to pay a daily fee for the toll pass. We declined and explained we would not be using the car to travel much during our vacation. We were told we would be changed a large fee if the car went through a toll. We said we understood and this wouldnt be a problem. We returned the car on September 3rd as expected. On September 16th a couple of weeks later we got a charge of $36.63 on my husbands credit card from NuCar. My husband contacted the company and asked what the charge was for. They claimed that they had a photo of my husband driving the minivan through the toll at a specific time and date. This claim was false as the car was not driven anywhere but to the resort pool the day they were claiming. Today, October 15th, over a month after the vacation, we got another charge on the credit card from the car rental company for $85.

  Business Response

  Date: 10/18/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your recent experience and the frustrations it has caused.
  
  We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused.
  
  Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your complaint will be forwarded to our MCO Affiliate. 
  
  
  Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  
  Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.

  Business Response

  Date: 10/18/2024

  The customer was offered the option of prepaid tolls but chose to decline. She was informed that if any tolls were incurred, she would be responsible for paying them, along with an additional fee for any toll violations received. It's even confirmed in the email that she was warned. Attached you will see the toll passed by the customer without them paying.   
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:

  the dates provided on the sheet range from before we were even in *******  we didnt get to ******* until the 28th  also, we did not in any way shape of form drive the car at the times listed or as much as listed there  there is something under handed going on here  

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/11/2024

  Based on the attached file (Toll), you were able to pass a toll dated August ******* to September 1, 2024. We do apologize but the charges remain.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:
  This was not us. 
  please get photos of any of the time stamps you sent to us. Your transponder has been cloned. 
  I have photos of us out to eat in a completely different area which are time stamped at some of the times you are saying we were driving. We never even headed toward the beach. We literally stayed at the ********************* the ENTIRE time we were on vacation. 

  Im sorry but those time stamps are lies, either y know this and usually get away with making false claims or you might want to start talking to your employees  because someone is clearly using the transponder to get into work and back, just look at the pattern of times listed.

  I would appreciate you not sending me more fabricated time stamps - I would like to see photos from these check points  because it wasnt us  

  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/24/2024

  May we know if you have any proof that you did not pass through these tolls?

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:

  I have attached to photos of the vehicle taken on the morning we dropped it off, the second photo shows the number of miles we drove the vehicle during the time we had it.

  on receiving the vehicle, per your own invoice, the mileage on the odometer on 8/28 was at *****.
  When the vehicle was returned to you on 9/3 it was ***** - check the photo I sent to you. which apple time stamps so you should be able to verify that  

  So we drove a total of 100 miles in 6 days. Those 100 miles include to check in at the  ********************* which is 22 miles away  and then to drop the vehicle back off to you on the 3rd which is a total of 44 miles. Leaving us 56 miles of traveling during the rest of our vacation.

  According to your pass record we went to ************* several times. ************* is 74 miles away from your rental facility one way and 79 miles away from **************. Not to mention the multiple other locations you are accusing us of traveling to.

  The odometer does not lie. It would be impossible for that vehicle to travel all those trips and only have 100 miles clocked on the odometer.

  so please kindly stop wasting my time and your own. Stop playing games, the dishonesty your company is showing is beyond comprehension at this point. 
  

  I have now given you the physical evidence you requested, I would very much appreciate the refund that we deserve.

  Before we have to take this any further, which we will do.

   

  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22423168
  
  I am rejecting this response because:
  
  I sent you the proof. the odometer doesnt lie. Please issue a refund. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/10/2024

  Here's the response that we received from our MCO Affiliate.
  
  
  "Hello, only one transponder is connected to each license plate, we have sent the customer the toll transaction sent from the state of *******, there is nothing else we can do at this time."
  

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21 we reserved a minivan with Priceline for ****** and upon arrival on 7/27 at Nu Car Rental *******, there was no minivan there. They gave me a full sized SUV and verbally promised me there would be no uncharge. In turn, they gave me a $600 uncharge on 8/2 to my credit card. I emailed their office, the they have been giving me the run around. I filed a dispute with my credit card company. If you read the reviews below, this has occurred to several others. This company need to be held accountable. This business needs to be shut down!They need to refund me the $600 back to my original ****** reservation.

  Business Response

  Date: 08/12/2024

  Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about the upgrade fee and the frustrations it has caused. We understand the importance of clear communication and transparency in every interaction, especially when it comes to charges and agreements. It's disheartening to learn that there was a discrepancy in your case, and we apologize for any inconvenience it may have caused. Your concerns are taken seriously, and we would like to rectify the situation promptly. With this, your case has been forwarded to our MCO Affiliate. Again, please accept our sincerest apologies once again for the inconvenience you've experienced. Your satisfaction is of the utmost importance to us, and we are committed to making things right. Thank you for bringing this matter to our attention, and we hope for the opportunity to regain your trust in the future.